Job Description – Assistant Project Manager (IT / LOS Support Operations)
We are looking for an Assistant Project Manager with 2–3 years of IT experience to manage and coordinate the support and problem ticket lifecycle for LOS (Loan Origination System) solutions. The role will be responsible for ensuring timely ticket resolution and closure within defined TAT/SLA timelines, coordinating with internal technical and functional teams, and maintaining effective communication with customers and stakeholders.
The resource will also oversee day-to-day operational activities, monitor pending and ageing tickets, drive timely follow-ups, identify recurring issues, and ensure that all support processes are executed efficiently to deliver a positive customer experience and sustained customer success. The role requires strong ownership, coordination, analytical, and communication skills, along with the ability to work in a fast-paced IT application support environment. SDLC knowledge is a plus.
Key Responsibilities:
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Manage and monitor support/problem tickets from logging to resolution and closure.
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Ensure all tickets are addressed and closed within defined TAT/SLA timelines.
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Coordinate with technical, product, development, and business teams for timely issue resolution.
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Track ticket ageing, pending actions, escalations, and dependencies.
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Maintain accurate operational reports, dashboards, and ticket status updates.
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Identify recurring issues and support problem management/root-cause analysis.
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Ensure proper documentation and closure of tickets with customer confirmation wherever required.
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Proactively communicate ticket status, risks, and delays to relevant stakeholders.
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Support operational governance and continuous improvement initiatives.
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Contribute towards customer success, customer satisfaction, and reduction of recurring support issues.
Ideal Candidate:
2–3 years of experience in IT application support, project coordination, service delivery, or operations, preferably with exposure to LOS/Loan Origination Systems, BFSI, or financial technology solutions. The candidate should be organized, proactive, customer-focused, and capable of managing multiple priorities while ensuring adherence to TAT/SLA commitments.
